The Manager, Patient Enrollment & Engagement is primarily responsible for the day-to-day execution and oversight of patient enrollment and engagement activities. This role involves directly supervising and supporting a team of specialists, ensuring the efficient implementation of established processes, and consistently delivering a positive patient experience. The Manager will be instrumental in achieving daily operational targets and maintaining high standards of quality and compliance within the department.
DUTIES & RESPONSIBILITIES
Operational Supervision & Team Support:
- Directly supervise, train, and support a team of Patient Enrollment and Patient Engagement Specialists.
- Assign daily tasks, monitor individual and team performance, and ensure adherence to schedules and workflows.
- Provide real-time guidance and coaching to team members on patient interactions, process adherence, and problem resolution.
- Assist in the onboarding of new team members and ongoing professional development.
Tactical Execution & Workflow Management:
- Oversee the daily execution of patient recruitment and engagement campaigns, ensuring all activities are performed according to plan.
- Manage and optimize operational workflows for patient outreach, screening, scheduling, and retention activities.
- Ensure all patient communications are accurate, timely, and compliant with established guidelines.
- Troubleshoot operational issues and implement immediate solutions to maintain smooth departmental flow.
Data Collection & Performance Monitoring:
- Collect and review patient enrollment and engagement data, including call metrics, conversion rates, and patient feedback.
- Contribute to the preparation of daily, weekly, and monthly operational reports for review by senior management.
- Identify and flag potential issues or trends in performance metrics and bring them to the attention of the Senior Manager.
Quality Assurance & Compliance:
- Conduct regular quality checks on patient interactions (e.g., call monitoring, communication review) to ensure high standards of customer service and data integrity.
- Ensure all team activities strictly comply with Good Clinical Practice (GCP), HIPAA regulations, and company Standard Operating Procedures (SOPs).
- Assist in updating and maintaining departmental SOPs and training materials.
Interdepartmental Coordination:
- Coordinate closely with other internal teams (e.g., Site Operations, Marketing) to ensure smooth information flow and resolve day-to-day operational challenges.
- Act as a point of contact for routine operational inquiries from other departments.
KNOWLEDGE & EXPERIENCE
Education:
- Bachelor's degree required in a relevant field (e.g., Healthcare, Business Administration, Communications)
Experience:
- Minimum of 3-5 years of experience in patient enrollment, patient engagement, or a related operational role within a healthcare or clinical research setting.
- At least 1-2 years of proven supervisory or team lead experience.
- Demonstrated ability to manage daily operations and execute tactical plans effectively.
- Experience with data collection and basic reporting.
Credentials:
- N/A
Knowledge and Skills:
- Strong organizational skills and exceptional attention to detail.
- Excellent verbal, written, and interpersonal communication skills, with a focus on clear and concise instruction.
- Proficiency in problem-solving and proactive issue resolution in a fast-paced environment.
- Ability to motivate and support a team to achieve daily operational goals.
- Working knowledge of GCP (Good Clinical Practice) and HIPAA regulations.
- Proficient in Microsoft Office Suite and experience with CRM or patient management systems.